Tag "customer experience"

How Thomson Reuters Improves Customer Experience with Data as a Corporate Asset

“Look after your data. In many cases, it’s all you have got,” was how Kennedy Warwick closed his session at our MDM 360 Summit in London this year. Strategically managing and then accurately and securely sharing a single view of customer data has enabled Thomson Reuters to do many things more efficiently as well as many new things.

Building Capabilities That Future Proof Your Data Management Investment

I had the pleasure of attending a presentation by a vice president of a regional bank. He led the presentation with this statement, “What is important to our customer is important to our Bank”. Customer success is a key factor for any business, but banks are finding it necessary to compete in today’s environment. This... more

Time for a Broadbandectomy?

One day.  That’s all I want from my broadband provider.  One day of continuous, uninterrupted broadband service with a consistent speed.  Is that too much to ask?  I know VoIP is not the most stable service in the world but lately I’m finding my mobile is my most reliable device for voice calls.  Streaming catch-up... more

Long-term Relationships: Improving Customer Experience in the Automotive Industry

Rather than focus singularly on traditional metrics such as Net Promoter Score, loyalty and satisfaction companies are racing to compete on customer experience. They are learning to extract valuable experience information from long-term relationship data. It’s not a coincidence that they use MDM to do it

Digital Transformation – What does it mean to CSPs?

Digital Transformation has been one of the current buzzwords in many industries for some time but what does it actually mean and what are the implications? Digital could be considered to be anything involving the use of technology.  For example, for years we used to go to our local newsagent and buy the local paper... more

How to Succeed with your Customer Experience Initiatives

Customer experience is the new currency of business competition, and proof of this is easy to find. The companies favored today by your friends, family, and colleagues—and no doubt, yourself—confirm a new truth: Great customer experiences win the market. Uber, a software company, is killing it in the taxi industry because it creates a seamless... more

Start Here: Your Guide to Competing on Great Customer Experiences

For the past year, we’ve been saying that great customer experiences start with great customer data; and great customer data fuels great customer experiences. But it’s not always easy to know where to begin on this journey from product-centricity or channel-centricity to customer-centricity. That’s the idea behind this workbook, Building a View of Your Total Customer Relationship. Think of it as your comprehensive primer for smarter customer data management. The workbook reviews four lessons to bulletproof your customer initiative, lays out three core components of a total customer relationship, and walks you through the seven steps most companies use to create great customer data. Because once you master the data, you can then begin to master the experiences.

Better Data equals Better Relationships

Two weeks ago I attended Dreamforce for the second year in a row. I find the event amazing and love the opportunity to see old colleagues, meet up with partners, and make new connections. For me, this is the best part of the event – the fact that so many people from my network are... more

Transforming Shoppers to Buyers using Product Information

Transforming Shoppers to Buyers using Product Information Today’s shopper has more ways to learn about available products than ever before. As a result, buyers have become smarter, which creates new challenges for sellers. However, for the smart seller, the change can also create opportunities. To identify these opportunities, let us examine what a typical shopper... more